Customer Experience Council

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Customer Experience Council


The Customer Experience Council is organized around Avaya’s next-generation contact center solutions and services. The Council assists Avaya in identifying new products and features beneficial to our members, as well as assisting members who experience issues while working with Avaya or an Avaya business partner. Among the products covered by this council include Avaya Aura® Contact Center, Avaya Aura® Experience Portal, Proactive Outreach Manager, Customer Connections, Contract Center Control Manager, and Avaya Aura® Workforce Optimization, as well as legacy contact center platforms and applications. In addition, the council covers the range of professional and operational services provided by Avaya and Avaya business partners.

Delivering a unique, tailored, and satisfying customer experience is crucial for building return business and helping your company grow, says Christine Conner Renaud, immediate past-chair of IAUG's Customer Experience Council.  "No matter what service or solution you provide, effective customer experience can differentiate yourself from your competitors."

This IAUG council focuses on using rapidly changing contact center technology to serve customers. “Whether we are talking about the integration of IoT into the contact center or the shift from traditional telephony to embracing APIs and cloud, these capabilities are transforming our customers’ experiences, and we need to be ahead of the change,” says Christine.


Any IAUG member with a contact center solution  – whether it’s 30 agents or 30,000 agents – can benefit from joining the council.  “A small contact center can be agile and innovative, while larger ones struggle with being able to adapt change quickly,” Christine says. “Ideas are found everywhere in this space, and we can all learn from one another about the best ways to serve our customers and navigate the evolving landscape with our IT teams.”

Customer Experience is Avaya’s “bread and butter,” adds Stephanie Long, senior product manager for Avaya.  “We  continue to invest in new solutions, including those on the Breeze platform, and we welcome feedback from council members.”  

The Customer Experience Council is structured to deliver educational content monthly, as well as to serve as advocates for the Avaya community at large.  “We strive to educate ourselves on Avaya’s offerings, including CCaaS, consuming APIs, or roadmaps for Avaya platforms, as well as industry updates and problem solving with our members,” Christine says. “It’s an exciting time for customer experience – and for our council.” 

Product Emphasis:

  • Avaya Aura® Contact Center
  • Avaya Aura® Experience Portal
  • Avaya Breeze Platform
  • Proactive Outreach Manager
  • Customer Connections
  • Contract Center Control Manager
  • Avaya Aura® Workforce Optimization
  • Legacy contact center platforms and applications

Chairs:

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Scott Burns and Mary Doran are the new co-chairs of IAUG’s Customer Experience Council, which focuses on using rapidly changing contact center technology to serve customers. Burns, who is telecommunications administrator for California Coast Credit Union has been active in IAUG for three years and joined the council in 2018. 
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Like Burns, Mary Doran has been in the telecom sector for more than 20 years, and is lead analyst, Unified Communications Team for Cartus, a global relocation company the three major contact centers. She has been active in the user group and the council since 2006, and has presented on vectoring and variables at six annual conferences.  

Avaya Champion: 

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Paul Lang
Lead, Contact Center Marketing

Paul Lang leads Contact Center Marketing for Avaya. His career spans 25 years in the contact center market with leading roles in product marketing and management in the UK and U.S. He focuses on marketing of the full range of Avaya’s Contact Center portfolio to drive adoption with new and existing customers.